First experience with Kubota Warranties in 25 years, first bad experience with Kubota

[SDT]

I have a 2017 BX2680 with 208 hours on it. It is used to mow grass and minor other stuff around our place. Noticed earlier this year that the brake pedal would not come back to the "top". Contacted dealer they were extremely busy so I said we could do it later in the year, don't use the brake for anything anyway except for starting the tractor.

Well of course to see what happened they had to split the rear case on the tractor. The brake rotor looked like a car that had been run for 100000 miles with no brake pads. Dealer told me if the brakes are glazed it would not be under warranty. They had the service rep come in, he denied the claim saying it was operator error.

I've purchased 8 New Kubotas since the 1980's, I would think I would know not to ride the brake, especially when just mowing grass. I told the dealer that we don't even use the brakes, the ground is level. We have never hauled the tractor on a trailer until I took it in this time. So we don't use the parking brake either.

I told the dealer that it was either operator error or mechanical failure, and I know it was not operator error.

I then appealed to Kubota, took them about 6 hours to tell me that the rep reviewed the issue and the tractor and they stand by that decision. But they do value me as a customer.

Do you think they value me as a customer? I don't think so.

Never had anything bad to say about Kubota, but this has changed my mind, they are no more concerned about a customer than the tree outside my window.

For all of you mechanics out there what do you think?

Thanks

Interesting aside here, folks.

Today, I ran into the second previous service manager at my local Kubota dealer.

I know this man well and considered him to be a good service manager. About 18 months ago, he moved on to a job that he considered better and with more potential.

We spoke for several minutes, exchanging pleasantries, Holiday Wishes, etc.

Upon broaching the subject of why he moved on, without anything bad to say about my dealer and his previous employer, he told me that nearly 50% of his time had been spent trying to pacify owners because neither Kubota nor the dealer would absorb the cost of repairs needed on relatively new equipment (within warranty) for whatever reason. He found it to be a no win situation.

He too, told me that things had changed recently, both at Kubota and the dealership.

Your mileage may vary.

SDT

 

[Diggin It]

Had to confirm for my own purposes. The rear brake lights come on when the pedal is pressed, but the dash indicator only lights when the parking brake lever is moved. In light of this thread, I may add an LED indicator somewhere near the dash tapped off the rear brake lights.

 

[dragoneggs]

Interesting aside here, folks.

Today, I ran into the second previous service manager at my local Kubota dealer.

I know this man well and considered him to be a good service manager. About 18 months ago, he moved on to a job that he considered better and with more potential.

We spoke for several minutes, exchanging pleasantries, Holiday Wishes, etc.

Upon broaching the subject of why he moved on, without anything bad to say about my dealer and his previous employer, he told me that nearly 50% of his time had been spent trying to pacify owners because neither Kubota nor the dealer would absorb the cost of repairs needed on relatively new equipment (within warranty) for whatever reason. He found it to be a no win situation.

He too, told me that things had changed recently, both at Kubota and the dealership.

Your mileage may vary.

SDT

Interesting.... I assume this is because of increasing pressure on price due to more choices in other colors coming into the market. Haven't looked at the data though.

 

[Trillium Farm]

Read all the messages and IMO the OP was misled by the dealer when he was told to wait and the dealer ought to make good on this!
I can see the logic of the Kubota rep, but there is another factor that's being disregarded by Kubota & the dealer, "Customer Acquisition Cost" Kubota & Dealer ought to take this into consideration, what it would cost them to replace this customer and also this customer is a "Repeat" customer much more valuable than a one off. Looks like this is not being considered by Kubota and is being taken for granted by the dealer. Alas this trend is spreading and wil lead to more business failures.

 

[Like Tractors]

Read all the messages and IMO the OP was misled by the dealer when he was told to wait and the dealer ought to make good on this!
I can see the logic of the Kubota rep, but there is another factor that's being disregarded by Kubota & the dealer, "Customer Acquisition Cost" Kubota & Dealer ought to take this into consideration, what it would cost them to replace this customer and also this customer is a "Repeat" customer much more valuable than a one off. Looks like this is not being considered by Kubota and is being taken for granted by the dealer. Alas this trend is spreading and wil lead to more business failures.

The original post mentions that the machine owner said it could wait, no mention of the dealer telling him it could wait. He was not mislead by his dealer or Kubota, it appears very clear, don't operate the machine when there is a known problem until that problem is resolved, if it is operated then the responsibility falls on the operator, no one else. False warranty payouts just raise the cost of machines for the rest of us that are more aware of the correct operation of our machines. Now if the dealer or Kubota wants to appease the customer and cover the cost, that is their choice, if they choose not too I see no reason to savage the dealer or Kubota. My customers know better than to expect warranty coverage for damaged that they caused.

 

[SDT]

The original post mentions that the machine owner said it could wait, no mention of the dealer telling him it could wait. He was not mislead by his dealer or Kubota, it appears very clear, don't operate the machine when there is a known problem until that problem is resolved, if it is operated then the responsibility falls on the operator, no one else. False warranty payouts just raise the cost of machines for the rest of us that are more aware of the correct operation of our machines. Now if the dealer or Kubota wants to appease the customer and cover the cost, that is their choice, if they choose not too I see no reason to savage the dealer or Kubota. My customers know better than to expect warranty coverage for damaged that they caused.

What "known problem?"

SDT

 

[Like Tractors]

What "known problem?"

SDT

The brake pedal wouldn't return correctly, the pedal would stay halfway down as I believe it is mentioned in the original post. That qualifies as a known problem in terms of the correct operation of a Kubota BX2680. People, this is not hard to figure out here!

 

[Trillium Farm]

The original post mentions that the machine owner said it could wait, no mention of the dealer telling him it could wait. He was not mislead by his dealer or Kubota, it appears very clear, don't operate the machine when there is a known problem until that problem is resolved, if it is operated then the responsibility falls on the operator, no one else. False warranty payouts just raise the cost of machines for the rest of us that are more aware of the correct operation of our machines. Now if the dealer or Kubota wants to appease the customer and cover the cost, that is their choice, if they choose not too I see no reason to savage the dealer or Kubota. My customers know better than to expect warranty coverage for damaged that they caused.

This from the OP post #19 " was mutually agreed to wait on service" since I didn’t use the brake anyway. But I thought it was covered under warranty.
You should read more carefully. Never said Kubota misled him, again read more carefully, the dealer misled him by advising (mutually) him to wait.

 

[Like Tractors]

This from the OP post #19 " was mutually agreed to wait on service" since I didn’t use the brake anyway. But I thought it was covered under warranty.
You should read more carefully. Never said Kubota misled him, again read more carefully, the dealer misled him by advising (mutually) him to wait.

The first post tells us that the operator said it could wait. No mention that the dealer told him to wait, it is a later post that mentions it was mutually agreed upon. There is still no excuse for operating the machine with the brake pedal not returning to it's normal at rest position. People need to use their heads and take responsibility for their actions, it can't get any easier than that.

 

[Industrial Toys]

Love it. Saturday night before Christmas and everone is just itching for a good fawt. Hope I spelled that right.